Overview
With this report, you would provide your leadership team with the percentage of tickets where the SLA has been breached/violated. This report is useful for members of leadership to determine what types of tickets are violating their SLA and either address training gaps or determine if the SLA is too short.
Creating and Configuring the Report
- Click the +Report button
- Choose Ticket Report from the list of options
Name and Description
- Be clear when entering the name and description of your reports, as you want the purpose of the report to be clear to your team.
- For this example, you can type a name of SLA Breach (Percentage) and a description of your choosing, if so desired.
Select the Columns for your report
- For this report, we want to see the following minimum columns:
- SLA Violated*, and
- Ticket Count
*Note: SLA Violated aggregates both Respond by and Resolve by SLAs. You can substitute "SLA Respond By Violated" or "SLA Resolve By Violated" for "SLA Violated" to get more specific data.
Add filtering to your report
This depends on your need, but you most likely want to report on only a specific period of time, not all tickets ever. I'll be reporting on tickets created year to date. You may want to consider adding filtering based on Status as well. If you have cancelled tickets, that may not be useful data to provide in this report.
- Set the following filter configurations:
- Created with a value of year to date.
Charts
To see percentages, you will want to select a Pie chart.
- The Name will be SLA Violated (or SLA Resolve By Violated, SLA Respond By Violated), and
- The Value will be Ticket Count
When you run your report, you will end up with something like this.
Additional Recommendations
As you begin to build out more complex reports, consider adding columns such as:
These columns will allow you to see if there is a pattern of where the SLA breach is occurring and train the responsible parties appropriately.